Grievance Redressal & Compliance Portal

1. Designated Grievance Officer Details

Under Rule 3(2) of the Information Technology Rules, 2021 and Section 13 of the Digital Personal Data Protection Act, 2023, the details of our designated Grievance Officer and Data Protection Officer are as follows:

2. Categories of Grievances Handled

• Content & Rule 3(1)(b) Violations: Complaints regarding any user content violating Rule 3(1)(b) of the IT Rules 2021 (e.g. copyright infringement, malware, child safety, harassment, defamation, or false/misleading information).
• Expedited Complaints (Rule 3(2)(b)): Non-consensual sexual content, explicit nudity, sexual conduct, bodily privacy violations, or artificially morphed images / impersonation. Resolution timeline: Within 24 hours.
• Personal Data Rights (DPDP Act, 2023): Requests to access, correct, update, erase personal data, register a nominee, or withdraw consent.
• Consumer Protection & Billing Disputes: Subscription cancellations, payment deductions, and refund requests under the Consumer Protection (E-Commerce) Rules, 2020.

3. Grievance Submission Procedure

To ensure prompt verification and formal tracking, please submit your grievance by emailing [email protected] with the following details:

1. Subject Line: "Formal Grievance - [Specific Category] - [Your Full Name]";
2. Complainant Details: Full name, telephone number, email address, and physical residential/business address;
3. Description of Grievance: Detailed description of the violation, along with specific file URLs, storage links, or user identifiers;
4. Supporting Documentation: Screen captures, proof of identity, or proof of copyright/authorization where applicable;
5. Declaration: A statement that the information provided in the complaint is true, accurate, and submitted in good faith under applicable Indian law.

4. Statutory Timelines & Escalation SLA

Stage	Statutory Timeline	Details
Acknowledgement	Within 24 Hours	Complainant receives an automated ticket with a unique tracking number.
Intimate Imagery (Rule 3(2)(b))	Within 24 Hours	Expedited takedown / access restriction of non-consensual intimate or morphed imagery.
General Grievance Resolution	Within 15 Days	Thorough investigation, enforcement action, and written communication of outcome.

5. Appeal to the Grievance Appellate Committee (GAC) (Rule 3A, IT Rules)

Under Rule 3A of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, if you are not satisfied with the decision of our Grievance Officer, or if your grievance is not resolved within 15 days, you have the statutory right to prefer an appeal to the Grievance Appellate Committee (GAC) established by the Central Government of India.

• Filing Window: Within thirty (30) days from the date of receipt of communication from the Grievance Officer.
• Official GAC Portal: https://www.gac.gov.in
• Process: The entire appeal process before the GAC is conducted digitally through the online portal.

6. Data Protection Escalation to the Data Protection Board of India (DPBI)

Under Section 13(4) of the Digital Personal Data Protection Act, 2023, if you have exhausted the grievance redressal mechanism with our Data Protection Officer and remain dissatisfied, you have the statutory right to file a formal complaint before the Data Protection Board of India (DPBI) via their digital portal (https://dpbi.gov.in).

7. Law Enforcement & Nodal Point of Contact (Rule 3(1)(j) & CERT-In)

In compliance with Rule 3(1)(j) of the IT Rules 2021 and CERT-In Cyber Security Directions (Section 70B of the IT Act, 2000), freevault.space maintains a dedicated 24x7 Nodal Contact Point strictly for authorized Law Enforcement Agencies, Government Ministries, and CERT-In: